Customer Experience Team Leader - Cineworld

What is the job? Our Customer Experience Team plays a vital role in supporting Cineworld customers across our UK cinema estate, handling a wide range of enquiries, feedback and escalations across multiple channels. The team operates at the heart of the customer journey, ensuring every interaction reflects Cineworld’s commitment to delivering a consistently high‑quality guest experience. Working as part of the wider Customer Experience function, you’ll be part of a collaborative and fast‑paced team that supports cinema teams, third‑party partners and internal stakeholders to resolve issues effectively and at scale. As a Customer Experience Team Leader, you’ll ensure the smooth day‑to‑day running of the department, supporting team members, maintaining service standards and helping create an environment where clear communication and strong customer outcomes are the norm. This is a hands‑on leadership role where you’ll take ownership of complex and high‑priority customer issues, supporting cinema teams and working closely with senior stakeholders to see matters through to resolution. Location: This role will be based in Brentford, London, TW8 9AG 4 days per week with 1 day available for hybrid working. Some weekend working will be required. Salary: Up to £35,000 depending on skills & experience What will you be doing? * You will lead the team in delivering timely, efficient and customer-focused support across high volumes of enquiries. * You will investigate, own and resolve complex complaints and high-level escalations. * You will act as a key point of contact between Customer Experience, cinema teams and external partners, ensuring issues are progressed to resolution. * You’ll coach, mentor and support team members – providing feedback, sharing updates and helping everyone work toward their objectives. * You will ensure compliance with GDPR, PCI and relevant standards in a fast-paced, high-volume environment. About you * You have experience either supervising or leading a customer service team in a high-volume or multi-channel environment. * You’re confident handling complex, sensitive or high-profile complaints, balancing customer outcomes with brand and operational considerations. * You have excellent written and verbal communication skills and proficiency with administration and IT systems. * You’re confident with handling a variety of complaints and adaptable and resourceful when generating solutions. * Experience using a customer service platform such as Salesforce, Zendesk.etc is highly desirable. * You will be a great fit, if our values resonate with you: We Create, We Perform, We Inspire. About Cineworld & Picturehouse Cineworld & Picturehouse – where movie magic meets unforgettable experiences! At Cineworld & Picturehouse, part of the Regal Cineworld Group, every day is a celebration of all things film and entertainment. From the first popcorn crunch to the final credits, we’re all about creating moments that spark joy, laughter, and a little bit of movie magic. With over 9,000 screens across 751 locations in 10 countries, including our flagship brands Cineworld and Picturehouse here in the UK and Ireland, as well as Cinema City and Yes Planet across Europe and Israel, and Regal Cinemas in the United States – we bring the joy of cinema to millions. With buzzing hubs in Brentford (our Cinema Support Office) and the heart of London’s Leicester Square (Picturehouse HQ), we offer a mix of hybrid and remote working options, depending on the role. What really makes Cineworld shine? Our people. We’re passionate about supporting your growth and helping you carve out your dream career within the Regal Cineworld family. Fancy joining us on this epic film adventure? Dive into the Cineworld & Picturehouse stories and see what life’s like behind the scenes of the big screen! Our Benefits We put our people first by offering a wider range of exception benefits designed to support your wellbeing, work=life balance, and professional growth – because when you thrive, we all succeed. * Discretionary annual bonus * Unlimited free cinema tickets for you and a guest, including complimentary popcorn and drinks every visit * Market-leading parental leave with up to 18 weeks’ paid leave per child for the primary carer * Free on-site gym access, plus discounted gym memberships and a cycle-to-work scheme * Pension scheme with generous company-matched contributions * Early access to salary payments for greater financial flexibility * Comprehensive healthcare benefits including 24/7 access to a Virtual GP for you and your immediate family, a healthcare cash plan, BUPA dental care, and eye care vouchers, among others Inclusion & Belonging At Regal Cineworld, we believe our strength comes from our people. We are committed to fostering a workplace where everyone feels valued, respected, and able to bring their authentic selves to work. Our commitment to belonging extends across all aspects of identity, including gender, ethnicity, age, disability, sexual orientation, religion, and background. We take pride in creating an environment where differences are celebrated and everyone has equal opportunities to succeed. Our hiring process is designed to be fair and accessible, welcoming applicants from all walks of life. If you need any accommodations during the hiring process or in the workplace to support your needs, please contact the Talent team